Technical Support Specialist
25 days ago
Full time role
Hybrid · Amsterdam, NH, NL · Utrecht, UT, NL
Your mission
Today, Sensorfact does not have an official (technical) customer support department. Our onboarding team (consisting of ~20 FTE) is responsible for solving technical support issues. However, the core competence (and target) of the onboarding team is to onboard new customers, not to solve technical support issues. Therefore, support issues nowadays are not always solved properly. Now that we’ve grown to a business with ~2000 customers, we believe the time is right to set up a separate technical customer support team.
Key responsibilities
We are a hardware-enabled SaaS company. We help to eliminate waste in the industry. Our physical (non-invasive, plug & play) sensors are installed on our customers’ assets (e.g., machines, water pipes, gas meters, etc.). Their measurements are shown in our software.
The key “symptom” of technical support issues coming from our customers, is that the data shown in our software is not accurate. This can be the case for one, some, or all of their sensors. Sometimes there is no data visible at all, in other cases the measurements shown in our software are too high or too low.
The underlying reason for non-accurate / non-visible data can be various. It can be hardware-related: e.g., the sensor has not been properly installed by the customer. It can be connectivity-related: e.g., the sensor has been properly installed, however the bridge (router) picking up data from the sensor and sending it to the cloud does not function. It can also be software-related: e.g., the voltage settings in our software are not adjusted for the specific location of the customer, therefore we are showing too high or too low energy consumption values.
Our customers typically don’t know the root cause of the non-accurate / non-visible measurements, so it is the task of the technical onboarding specialist to identify the root cause and solve it.
Key responsibilities include:
Today, Sensorfact does not have an official (technical) customer support department. Our onboarding team (consisting of ~20 FTE) is responsible for solving technical support issues. However, the core competence (and target) of the onboarding team is to onboard new customers, not to solve technical support issues. Therefore, support issues nowadays are not always solved properly. Now that we’ve grown to a business with ~2000 customers, we believe the time is right to set up a separate technical customer support team.
Key responsibilities
We are a hardware-enabled SaaS company. We help to eliminate waste in the industry. Our physical (non-invasive, plug & play) sensors are installed on our customers’ assets (e.g., machines, water pipes, gas meters, etc.). Their measurements are shown in our software.
The key “symptom” of technical support issues coming from our customers, is that the data shown in our software is not accurate. This can be the case for one, some, or all of their sensors. Sometimes there is no data visible at all, in other cases the measurements shown in our software are too high or too low.
The underlying reason for non-accurate / non-visible data can be various. It can be hardware-related: e.g., the sensor has not been properly installed by the customer. It can be connectivity-related: e.g., the sensor has been properly installed, however the bridge (router) picking up data from the sensor and sending it to the cloud does not function. It can also be software-related: e.g., the voltage settings in our software are not adjusted for the specific location of the customer, therefore we are showing too high or too low energy consumption values.
Our customers typically don’t know the root cause of the non-accurate / non-visible measurements, so it is the task of the technical onboarding specialist to identify the root cause and solve it.
Key responsibilities include:
- Troubleshooting technical support issues, most commonly:
- Offline / malfunctioning sensors/bridges (fully offline or periods of online/offline alternating)
- (Bridge) connectivity issues (bridges can be connected via 4G, WiFi or ethernet)
- Data discrepancies (sensor measurements visible in our software, but inaccurate)
- Clear, punctual and friendly communication with customers
- Developing /improving processes / manuals for the technical customer support function, to improve effectiveness and efficiency
- Technical affinity / natural curiosity for how hardware (and software) works;
- Enjoying solving problems;
- Organized / structured / punctual (able to work on 10’s of support issues simultaneously without losing the overview);
- Customer friendliness (going all the way to help our customers);
- Clear communication (with our customers);
- Fast worker / fast learner(!);
- Ability to recognize patterns, identify areas for improvements, and improve processes / manuals, etc.;
- Can work in an unstructured environment and bring structure;
- Working withing a start-up / scale-up is a preference;
- Ideally: can manage 1 or 2 persons in the future.
- Technical customer support / problem solving
- You can play a key role in optimizing our onboarding process;
- We have an open culture where you can expect a lot of freedom, and taking ownership is appreciated. You'll join a young, energetic, and engaged team;
- You can help reduce human impact on the environment by eliminating industrial waste;
- We provide all necessary resources (laptop, phone, etc.);
- An NS Business card is included to cover your public transport expenses;
- We allocate €500 for the purchase of home office supplies via Workwize;
- Working with us is hybrid, and you even have the opportunity to work from another country for up to 2 months per year;
- Legendary lunches, drinks, and other activities with colleagues.